(external) Reporting breaks when updating contact information

[finalbeta]

Hi everyone.

I'm using an external tool to report on time spend on tickets. I want to report on closed tickets.
At the moment I'm using the ticket table and the change_time and the ticket_state_id field to determine when tickets where closed.

I've noticed that when updating the customer user the ticket is logged on. (let's say I update his mail address). All tickets's change_time for that user is updated. This ofcourse completely breaks my reporting.
So my question is, what fields should I be using to report on closed tickets?

[root]

Hi everyone.

I'm using an external tool to report on time spend on tickets. I want to report on closed tickets.
At the moment I'm using the ticket table and the change_time and the ticket_state_id field to determine when tickets where closed.

I've noticed that when updating the customer user the ticket is logged on. (let's say I update his mail address). All tickets's change_time for that user is updated. This ofcourse completely breaks my reporting.
So my question is, what fields should I be using to report on closed tickets?

Hi,

TL;DR: use the built-in functionality if it's time related

The closed time and other time related information are calculated when report is generated on the fly, based on the configuration like SLA, calendars, etc. You can try to fiddle the date from the ticket history and the calendar (at least in version 6 availbale via database in YAML format) or pull a ticket list wiith the needed values and service this data to your ticket tool.


- Roy

[finalbeta]

I managed to use the last ticket changes, and scan for the last date for every ticket in that. So that's a working fix for me. (I can't use OTRS reporting, not handy for BI tools)